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About the Role
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb.
The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting Generative AI technologies to enable an intelligent, scalable, and exceptional service experience. The team develops and enhances various AI models, ML services, and tools including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning, and guardrails for a wide range of applications at Airbnb.
We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guests and Hosts on Airbnb. You will build and leverage cutting-edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use, and proactive customer service experiences. Many of the initiatives you’ll tackle are in their early conceptual stages, giving you the opportunity to shape these ideas from inception to production.
Key Technical Responsibilities
- check_circle Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems
- check_circle Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products
- check_circle Learn and share the latest AI/ML technologies with the team across regions (China and the US)
Prerequisites & Qualifications
- check PhD/Master’s degree, preferably in CS, or equivalent experience
- check 2-4 years of ML engineering experience, with ownership responsibility over large-scale software systems
- check Background in the design and development of AI and ML systems and services, and a deep passion for building efficient and scalable ML-powered products
- check Experience with LLM driven chatbot and Agentic AI products would be a big plus
- check Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations
- check Fluency in both English and Mandarin is essential
About Airbnb Greenhouse Board
Verified hiring organization details.
Airbnb Greenhouse Board is an active technology employer in the Technology & Software sector, known for engineering rigor and scalable systems development.